UNREASONABLE HOSPITALITY: The Remarkable Power of Giving People More Than They Expect

by Will Guidara

How can you create unforgettable experiences that keep customers coming back for more?  How can you grow a business sustainably and touch hearts and lives in the process? In this book, restauranteer and hospitality leader Will Guidara shares how he transformed Eleven Madison Park from a struggling New York brasserie into the best restaurant in the world, setting new standards for hospitality in fine dining.

In this summary, you'll learn:

• How to deliver excellent results consistently by: setting a clear, inspiring mission supported by a guiding philosophy, balancing between business systems and frontline flexibility, hiring and nurturing a passionate, high-performing team, building a strong culture of collaboration, excellence, and continuous improvement.

• How to take things to the next level with unreasonable hospitality—delivering unique and personal experiences beyond customer expectations. And, how to continually push for higher standards without burning out or losing sight of the fundamentals.

• Inspiring examples and stories of EMP's journey, along with practical strategies and tips to illustrate the insights above.

Who should read this:
• Leaders, managers, entrepreneurs, and business owners aiming to build a culture of excellence and quality service
• Anyone in the hospitality or service industry who wants to deliver memorable experiences for their customers, differentiate their business and make a positive impact.